From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

(NASDAQ: EGHT), a leading global business communications platform provider, has seen nearly 3x growth in its workforce management customer base since its early availability announcement of 8x8 ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Agentic AI-powered agents – digital labor – are becoming more prevalent in contact center and CX platforms. These AI agents are likely to replace some of the work human agents do – initially, less ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Cloud-based call centers offer more than just VoIP. Explore key features, industry use cases and what sets top platforms apart. The shift from traditional, on-premise phone-system call centers to ...